Once upon a time human computer interaction was mainly about using some GUI (Graphical User Interface) through a computer or terminal. Over the years, more interaction modalities were developed based on technologies like mobile computing, Natural Language Processing (NLP), speech interfaces, touch interfaces and extended reality (XP). These interaction modalities led to a significant improvement to the overall User Experience (UX) and enabled the creation of personalized and ergonomic user experiences. In recent years, there is also a trend towards combining two or more of the above listed modalities in the scope of a single application and interaction experience. This combination is enabled by a new wave of multi-modal interaction platforms, which are conveniently called multi-experience platforms.
Multi-Experience platforms open new horizons to user experience, through complementing mobile applications and mobile experiences with conversational, immersive and IoT (Internet of Things) characteristics. In this direction, multi-experience platforms enable the combination of mobile apps, conversational apps, immersive apps and IoT-enabled apps (e.g., wearable applications) in a single system. The combination of these applications enables the development of novel, personalized digital products that provide a consistent experience across different channels and touchpoints. In this way, they also maximize end-users’ satisfaction.
Multi-Experience platforms combine a variety of different technologies. They provide the means for integrating and combining these technologies towards uniform and consistent experiences to end-users. Some of most common technology building blocks of multi-experience platforms are:
In coming years, multi-experience platforms will integrate novel ICT technologies to boost the automation, intelligence, and consistency of the UX that they deliver. Specifically, the following trends are envisaged:
The digital experience of modern enterprises is delivered through multiple channels and modalities. Multi-experience platforms provide the means for orchestrating and synchronizing these channels, in-line with the business, marketing and branding requirements for digital products and services. This is the reason why it is time for digital firms to adopt multi-experience platforms that will help them deliver consistent, effective and personalized experiences to their customers.
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